Insights ¦ What We Need – Support

Key Take Aways

1. There exists a rare ‘once in 25 years’ opportunity to revolutionise vulnerability data-sharing in essential sectors, including financial services.

2. Success hinges on adopting a human-centric approach that tackles consumer disincentives and logistical barriers to disclosure.

3. Consistent, shared terminology around ‘data-sharing’, ‘disclosure’, and ‘vulnerability’ is vital to reduce misunderstandings and build trust.

4. Systems should prioritise delivering actionable support over mere flags, preventing redundant disclosures and enhancing customer experience.

5. Consumer control, transparency, and accessible digital portals are fundamental to fostering trust and enabling active participation.

6. Clarifying organisational purposes within data-sharing networks enhances consumer awareness and confidence in data use.

7. Organisations across sectors do not require uniform lawful processing bases; operational flexibility is key to cross-sector collaboration.

8. Engaging consumers with lived experience builds trust and ensures data-sharing solutions are relevant and effective.

9. Dynamic architectures that allow consumers to review and revoke disclosures promote ongoing agency and control.

10. Rapid, accessible support must be embedded in systems, particularly in emergency or time-sensitive situations.

11. Continuous monitoring for future risks—including misuse of data by AI and machine learning—is essential to prevent harm.

12. Achieving this potential requires a multi-stakeholder approach involving consumers, regulators, and providers to embed fair, transparent processes.

Key Statistics

• Approximately 14 million adults in the UK are disabled; 25 million are vulnerable.

• Only 11–14% of vulnerable consumers have disclosed support or vulnerability needs to an essential service provider.

• 70% of vulnerable consumers report difficulties interacting with service providers due to health conditions.

• Up to 73% of consumers with mental health issues would consider disclosure if system design addressed trust, security, and regulation.

• Nearly 40% of disabled adults feel they cannot access or use many essential services due to inadequate support or adjustments.

• The energy and water Priority Services Register (PSR) has begun progress towards cross-sector data sharing, with pilot schemes starting in 2024.

• Over 35,000 staff across 350 firms have participated in consumer vulnerability programmes via the Money Advice Trust.

Key Discussion Points

• The strategic importance of a sector-wide, human-centric approach that prioritises consumer control and accessibility.

• The necessity for standardised terminology to prevent misunderstandings and foster trust among stakeholders.

• Addressing barriers such as fear, complexity, and inaccessible channels that impede disclosures.

• Emphasising actionable support needs over higher-level flags, to reduce multiple disclosures and improve user experience.

• The critical role of accessible digital portals that empower consumers to manage disclosures proactively.

• Ensuring transparency around data use policies as new organisations join sharing networks.

• Providing legal flexibility in processing bases to facilitate dynamic, cross-sector data exchanges.

• The value of co-design and engagement with consumers with lived experience to enhance trustworthiness.

• Embedding review and revocation options that enable consumers to revise or withdraw disclosures as their circumstances evolve.

• The importance of ongoing oversight to prevent future harms, including AI misuse and re-identification risks.

• The necessity for multi-sector collaboration driven by shared principles and a focus on consumer empowerment.

• Recognising this moment as a ‘once in 25 years’ opportunity to embed systemic, equitable, and accessible processes impacting millions of vulnerable consumers.

Document Description

This article explores a critical and unprecedented opportunity to transform vulnerability data-sharing within essential services, including financial, energy, water, and telecom sectors. It highlights core principles for designing systems that are fair, transparent, and accessible, with a focus on empowering vulnerable consumers. Through expert insights and practical examples, the article underscores the importance of a collaborative, human-centric approach to unlock significant benefits—minimising harm, reducing complexity, and fostering trust across sectors. It provides strategic guidance for senior managers aiming to lead ethical, effective, and future-proof data-sharing reforms.